April 2024 update on icare's payment remediation activities

To date, payments have been made to over 5,500 injured workers. We have also made significant progress in reviewing and remediating claims lodged after October 2019. We anticipate all payments to be completed by 30 June 2024.

After a comprehensive review of almost 14,000 claims [1] made between October 2012 and October 2019, icare identified approximately 9,000 injured workers were eligible for remediation payments. From this group, over 5,500 have applied for and received payments.

As part of icare's ongoing commitment to quality assurance, we extended the Indexation Remediation program and identified an additional 13,000 claims lodged between October 2019 and October 2023 that may also require payment adjustments.

For this second group, indexation remediation activities are being managed by both icare and Claims Service Providers (CSPs). To date, payments have been made to over 2,000 injured workers, with the remaining reviews and payments due to be completed by 30 June 2024.

icare apologises to anyone who may have been impacted by these indexation underpayments. Continuous improvement is at the core of our operations, and we are committed to improving the claims experience for people injured at work.

Any individual who believes their workers compensation payments are not accurate are entitled to request a review from their CSP at any time.

Learn more about applying for PIAWE reassessments

New initiatives to drive progress and deliver on our commitment

In partnership with our CSPs, we have implemented system enhancements to automate indexation on the majority of open claims payments. We have also embedded regular ongoing quality assurance checks.

We will continue to keep you updated on the progress of the remediation program and ongoing improvement activities.

[1] Originally estimated to be 17,500 but reduced after further analysis.